Knowledge Base Management Centralized knowledge management with Web Help Desk

Suggested FAQ articles and hot links

Suggested FAQ articles and hot links

Designed to help reduce the number of inbound customer support requests by automatically displaying self-service knowledge base articles related to the type of service request. As clients enter their service request into the web portal, the Web Help Desk® software will display relevant knowledge base articles to promote self-resolution.

If the client was not shown the relevant article, then within a couple of clicks, an IT agent can query a knowledge base article that resolves the request and injects a hot link to the FAQ right in the trouble ticket note.

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External and internal knowledge base

External and internal knowledge base

External
Empower your community to easily seek, self-serve, and vote on robust, rich text knowledge base articles. Sort your knowledge base into searchable silos of service, providing a conduit for clients to find important information and self-resolution. A web accessible knowledge management solution gives your clients the means to be self-sufficient, freeing more time for IT staff to tackle other challenges.

Internal
The Web Help Desk knowledge base management software provides functions to broaden or restrict access to your internal knowledge base articles, away from your external customers and end-users. Internal, proprietary information can reside within a knowledge article accessible only to the group of technical staff that you grant to have visibility.

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Helps reduce costs

Helps reduce costs

The cost per incident for a self-service resolution is less than half the cost of a walk-up or even a phone-in incident resolution.* Organizations and education institutions now have a cost-effective and safe way to manage a customizable range of common user problems in virtually any IT department and non-IT departments alike. Let Web Help Desk simplify knowledge management and help reduce costs.

*Source: Help Desk Institute, Practices and Salary Survey 2016

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Article submissions

Article submissions

Web Help Desk offers demand-driven knowledge base article submission. As IT agents notice repetitive service requests that require the same resolution path, they may submit the service request and its resolution to be reviewed and included in the knowledge base to share with all or a select audience. The knowledge base manager can review and update these unapproved knowledge base articles before posting them to the selected audience.

You can embed videos and attach files and user rich text formatting.

A picture is worth a thousand words, and an embedded video in your knowledge base a­rticle is worth a thousand unsubmitted tickets. Robust, feature-rich knowledge base articles can help greatly increase the success of self-service resolutions.

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Knowledge imports

Knowledge imports

There is no need to reinvent the wheel. If your organization already has a jumpstart on creating a knowledge base or has purchased articles from a third party, Web Help Desk offers import utilities to assist in centralizing knowledge management and making your knowledge accessible through the Web Help Desk web portal.
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